Draft:Human Like Assistants

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Declined by Utopes 58 days ago. Last edited by Jlwoodwa 58 days ago. Reviewer: Inform author.

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Comment: Kore.ai is not a secondary reliable source. Generally speaking, website homepages rarely provide sufficient context for the content in the article (in this instance, kore.ai does nothing to establish the subject's notability, which is a similar theme throughout the references). Please use reliable, secondary, independent sources from publishers who significantly cover the subject. Utopes _{(talk / cont)} 07:29, 8 September 2024 (UTC)

Human Like Assistants (HLA)

Human Like Assistants (HLA) is a term coined by Devin Blagbrough, an engineer with C1 (formerly ConvergeOne), to describe a new generation of AI-powered systems that interact with humans in a way that mimics human behavior. C1 is pioneering the development of this cutting-edge technology, leveraging advancements in Large Language Models (LLM) and Generative AI to create **Human Like Agents (HLAs)**. These systems go beyond the capabilities of traditional Interactive Voice Assistants (IVAs) by offering contextually aware, human-like interactions, while maintaining task-focused efficiency. HLAs are designed to assist humans without replacing them, positioning the technology as a powerful tool for customer engagement and operational efficiency.^[1]^[2]

Historical Context

HLAs evolved from early conversational systems such as auto attendants and Interactive Voice Response (IVR) systems. Auto Attendants were first developed to help businesses handle incoming calls more efficiently by routing calls to different departments using DTMF tones (touch-tone dialing). They offered limited interactivity, only allowing users to press numbers to select options without engaging in meaningful conversation. As the technology evolved, **IVRs** enhanced call routing by incorporating voice recognition technology, allowing for more dynamic user interaction by guiding callers through complex decision trees.^[3]^[4] By the 1990s, IVRs were commonplace in businesses, especially in call centers, enabling automated services for everything from retrieving account balances to routing calls to live agents.^[5]

As IVRs evolved into **Interactive Voice Assistants (IVA)** in the 2000s, systems became capable of handling spoken responses using **Natural Language Processing (NLP)**. However, these systems still followed predefined interaction patterns, which limited their ability to respond to unexpected inputs or complex user needs.^[6]

The rise of **Generative AI** and **Large Language Models (LLM)**, such as **GPT-3**, brought a new paradigm with HLAs, which offer more dynamic, human-like interaction. Unlike IVAs, HLAs can generate responses based on context and guide users through multi-step processes without predefined scripts. **C1**, under Devin Blagbrough's leadership, has been at the forefront of this innovation, implementing HLA systems for real-world business applications.^[7]^[8]

Characteristics of HLAs

HLAs are characterized by their ability to:

**Dynamic Personalization**: HLAs can adapt to how individuals wish to be addressed, whether by name, pronoun, or other preferences. If a user corrects the HLA’s way of addressing them, the system remembers and applies the correction without losing focus on the main task.
**Task Focus**: HLAs keep the conversation on track, even when the user digresses. They ensure the user returns to the task at hand in a natural, human-like way.
**Human-like Inflection**: HLAs use human-like verbal cues such as "hmm" and "uh-huh," which make the conversation feel more engaging and less robotic.
**Handling Non-Sequiturs**: HLAs can respond to off-topic questions and gracefully return to the original conversation, making them capable of maintaining a natural flow.
**Summarization and Task Completion**: HLAs provide real-time summaries of collected information, allowing users to review and modify inputs before submission.^[9]^[10]^[11]

Applications

HLAs are widely used in various industries, including:

Customer Service: Helping users with account issues or navigating complex queries.^[12]
Healthcare: Assisting patients with scheduling or providing medical information.^[13]
Finance: Handling transactions, such as transferring funds or reviewing account balances.^[14]

Technological Foundations

HLAs are built on Large Language Models (LLM), Generative AI, and dialogue management techniques. These systems understand and generate text that is coherent and contextually appropriate, offering more dynamic interactions than earlier systems. **C1** is leading the charge in deploying these advanced systems for real-world business applications.^[15]^[16]^[17]

Why Human Like Assistants

The term Human Like Assistant was created by Devin Blagbrough to emphasize the cooperative nature of these systems, distinguishing them from "Digital Humans" which may imply a full replacement of human capabilities. HLAs assist rather than replace human workers, making them more acceptable to industries wary of AI technologies. **C1** continues to lead the development of HLA technology, helping businesses improve customer engagement and operational efficiency.^[18]^[19]

References

[1] ttps://rasa.com/blog/harnessing-the-power-of-llms-in-conversational-ai/

[2] ttps://kore.ai

[3] ttps://fitsmallbusiness.com/interactive-voice-response-history/

[4] ttps://kloudtalk.com/blog/what-is-an-auto-attendant

[5] ttps://unitedworldtelecom.com/interactive-voice-response-guide/

[6] ttps://getvoip.com/blog/interactive-voice-response/

[7] ttps://www.systemsdigest.com/articles/evolution-conversational-ai-eliza-gpt-3

[8] ttps://kovaion.com

[9] ttps://ijrpr.com/uploads/V4ISSUE12/IJRPR20263.pdf

[10] ttps://ciol.com/the-future-of-conversational-ai-powered-by-llms-and-lams

[11] ttps://kore.ai

[12] ttps://rasa.com/blog/harnessing-the-power-of-llms-in-conversational-ai/

[13] ttps://ijrpr.com/uploads/V4ISSUE12/IJRPR20263.pdf

[14] ttps://dzone.com/articles/the-evolution-of-conversational-ai

[15] ttps://ciol.com/the-future-of-conversational-ai-powered-by-llms-and-lams

[16] ttps://five9.com

[17] ttps://verint.com

[18] ttps://www.systemsdigest.com/articles/evolution-conversational-ai-eliza-gpt-3

[19] ttps://kovaion.com

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